Service/UX Designer

Your Role and Responsibilities
IBM Design is looking for an experienced Service Designer to join the Design Program Office.

The IBM Design Program Office creates scaled practices, programs and tools to enable diverse, cross-functional teams to deliver experiences people love. This includes things like Enterprise Design Thinking, the framework for delivering human-centered outcomes at the speed and scale of the enterprise; and Universal Experiences, IBM’s singular model for a holistic understanding of a user’s context in their journey to value.
You will work closely with a team of designers (UX, Service, Visual, Content) to drive significant customer experience and business outcomes by:

• Developing enablement materials to scale experience tools, mindsets and practices across IBM business units
• Identifying a scaling strategy to increase the adoption of those practices
• Driving collaboration across functions within IBM, including Management, Product Teams, Sales, Marketing and Customer Success,
• Communicating confidently and effectively with executives at the highest levels, both within IBM and with clients
• Uncover user needs through research, develop deep insights, generate concepts, and craft how people will move through organizational transformation journeys
• Work across teams to co-create systems and processes to deliver great experiences
• Use visual and verbal storytelling to share your discoveries, gather and integrate feedback and influence stakeholders
• Use a systematic and iterative process that integrates user-oriented, team-based, interdisciplinary approaches and methods
• Be a thought leader at IBM for service design and help to evolve experience and service design practices at IBM, pulling in state-of-the art methods from external and internal expertise in a way that’s relevant for internal stakeholders
• Expand our mission’s reach: explore novel methods of achieving program and experience scale, maintaining quality
• Operate within a highly matrixed environment across IBM functions and business units

Required Technical and Professional Expertise

• At least 5 years of professional experience in service and experience design
• Launched or evolved commercial or consumer services in the real world
• Expertise in human-centered design
• Technical acumen and expertise in designing, delivering, and maintaining programs and services, meeting or exceeding the bar for quality
• Experience managing delivery, including timeline and budget
• Ability to build consensus among diverse stakeholders, and audiences
• Proven success building strong relationships with colleagues and partners
• Internally motivated, flexible, and results driven
• Ability to navigate ambiguity
• You bring unique strengths and perspectives to the team. We’re looking to build a diverse team where our skills and experience can complement each other

Preferred Technical and Professional Expertise

• Experience with hybrid cloud, AI applications and services